In banking, customers’ requirements for omnichannel services are evolving quickly. This is clearly illustrated at Spain’s leading retail bank, CaixaBank: branch-based payments and cheque deposits have fallen by 52% over the past four years and cash deposits and withdrawals by 42%; but in the last year alone, total transactions at the bank surpassed 10 billion, a compound annual growth rate of 14% between 2015 and 2018. Within this same period, the number of digital clients has grown by over 30%, with 6.3
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